CrestApps Omnichannel Management (CRM)

Feature Name	Omnichannel Management
Feature ID	CrestApps.OrchardCore.Omnichannel.Managements
Headless feature ID	CrestApps.OrchardCore.Omnichannel.Activities

Provides way to manage Omnichannel Contacts.

The screencast below enables Omnichannel Management, opens the Management area from the Interaction Center menu, and adds a couple of dispositions (activity outcomes) to the CRM catalog.

The module ships as two features. CrestApps.OrchardCore.Omnichannel.Activities is the headless half: contact, subject, campaign, and activity catalogs, their stores and managers, the content parts and indexes, the migrations, the permissions, and the subject-disposition endpoint. CrestApps.OrchardCore.Omnichannel.Managements adds the CRM administration experience on top of it - the screens, display drivers, and admin menus described below - and enabling it brings the headless feature with it.

The split exists so that a headless consumer of the activity model, such as the Contact Center, can depend on the work-item data without dragging an administration experience into a tenant that serves no user interface.

Overview

The CrestApps.OrchardCore.Omnichannel.Managements module is a lightweight Customer Relationship Management (CRM) experience built on Orchard Core.

It provides the admin tools you need to manage contacts, define subject-level flows, group work under campaigns, and run activity-driven processes (manual or automated) across channels. Activity loads offer the Phone and SMS channels.

Every admin screen is documented step by step, with screencasts, in the User Manual: Contacts, Subjects, Dispositions, Subject flows, Campaigns, Omnichannel addresses, Cadences, Load activities, Automated AI, Activities, Managing activities in bulk and Numbers not in service. This page covers the data model, the features, and the extension points.

Core concepts

Omnichannel address

An omnichannel address (stored as OmnichannelChannelEndpoint) is an address the business owns, most commonly a phone number, that the platform sends from and receives on. Each address has an address type (OmnichannelAddressTypes.PhoneNumber today), its normalized value (numbers are stored as international +<country code><number>), and a list of capabilities: what the address is used for, named by channel (Phone for calls, SMS for texts). A number used for calls and texts is one address with both capabilities. Capability settings are attached to the address, for example the SMS provider, the Messaging Workspace inbound routing and the agents who dial out from the number.

Addresses are administered under Interaction Center > Management > Omnichannel Addresses (requires the Manage omnichannel addresses permission, ManageChannelEndpoints); see Omnichannel Addresses in the User Manual. This administration is provided by a small dependency-only feature:

Feature Name	Omnichannel Channel Endpoints
Feature ID	CrestApps.OrchardCore.Omnichannel.ChannelEndpoints

The feature is EnabledByDependencyOnly: you do not enable it directly. It depends only on the headless Omnichannel Activities feature, so a module that just needs addresses (such as the Messaging Workspace) can depend on it and reuse the address administration and services without pulling in the full Omnichannel Management CRM screens. Enabling Omnichannel Management enables it automatically, and so do Omnichannel Messaging Workspace, Contact Center Voice and Contact Center Inbound Entry Points.

Capabilities are contributed by features (extensible)

Add Address opens a picker of the address types that have at least one capability on the tenant. The editor shows the type's capabilities as a Used for checkbox list, and the settings a feature keeps on an address appear while its capability is ticked. The address type is fixed when the address is created.

A feature contributes a capability from its own startup:

services.AddOmnichannelAddressCapability(OmnichannelAddressTypes.PhoneNumber, "SMS", capability =>
{
    capability.DisplayName = S["Text messages (SMS)"];
    capability.Description = S["Texts sent and received on this number."];
});

Because the capability is registered by the owning feature, it is only offered while that feature is enabled. A capability whose feature is later disabled stays on the address and comes back with the feature. Voice calls (Phone) is registered by Contact Center Voice; Text messages (SMS) is registered by the SMS Messaging Channel of the Messaging Workspace, which also adds the provider dropdown. A new address type is registered with AddOmnichannelAddressType.

To capture capability settings, add a DisplayDriver<OmnichannelChannelEndpoint> that returns a shape for addresses of your type and marks the shape's root element with data-address-capability="<capability>", so the editor shows it only while that capability is ticked. Runtime code checks endpoint.HasCapability("SMS"); lookups by number (IOmnichannelChannelEndpointManager.GetByServiceAddressAsync(channel, address)) only return an address that has the capability for that channel.

Phone numbers are canonicalized to E.164 and validated by the address handler itself, and a value can be listed only once per address type. For any other address type, register an IChannelEndpointAddressPolicy (in CrestApps.OrchardCore.Omnichannel.Core) to say how its addresses are normalized and validated, so the stored value matches inbound traffic. The Messaging Workspace registers one that covers every messaging channel.

Addresses saved before capabilities existed carried a single Channel. The upgrade gives each one its address type and capability, and merges records that listed the same number once per channel into one address. The merged-away identifiers are kept on the address (MergedItemIds), so activities and history that name them still find it, and recipes exported before the change import into one address per number.

Contact

A Contact is any content item that has OmnichannelContactPart attached.

This lets you model customers/leads however you want (name, phone, email, account fields, custom fields, etc.). A single contact content type is usually enough; create more than one only to manage different kinds of contacts separately (for example, Customer versus Employee). Setting up the type in the admin is described in Contacts.

When a content type includes OmnichannelContactPart, the module enforces two code-controlled omnichannel surfaces:

• OmnichannelContactPart stores the contact-level communication compliance flags (DoNotCall, DoNotSms, DoNotEmail) and their UTC timestamps.
• A fixed ContactMethods bag part is added automatically and reserved for ContactMethod stereotype items so imports, exports, indexing, and activity-batch loading always read phone numbers and email addresses from a known location.

Do not rename or replace the ContactMethods bag in custom definitions. Instead, add or extend content types with the ContactMethod stereotype (such as EmailAddress and PhoneNumber) so they can be stored there consistently. A content type that already keeps its phone numbers and emails in fields of its own can read them from there instead; see Keep phone numbers and emails in your own fields.

The management feature depends on OrchardCore.Flows so the enforced ContactMethods bag renders with the standard Orchard bag editor when you edit a contact content item. The bag is injected during Orchard's content-type definition build pipeline, so content types that attach OmnichannelContactPart always materialize with the named ContactMethods bag even when the stored type definition does not yet include it.

If you use the built-in PhoneNumberInfoPart, the Number field is a PhoneField (the CrestApps Content Fields module's field, whose class is in CrestApps.OrchardCore.ContentFields.Abstractions) that stores the phone number in E.164 format alongside the ISO country code, so the correct country flag is always displayed when the field is edited again.

OmnichannelContactPart has these part settings (OmnichannelContactPartSettings), edited in the content-type editor:

Setting	Default	Effect
Auto detect time zone (AutoDetectTimeZone)	On	Detects the contact's time zone from their phone number when one was not selected.
Require time zone (RequireTimeZone)	Off	Forces editors to choose a time zone before saving. Enforced only when auto detect is off.
Use Do not call (UseDoNotCall)	On	Shows the Do not call preference in the contact editor.
Use Do not SMS / Use Do not email (UseDoNotSms, UseDoNotEmail)	Off	Shows those preferences in the contact editor.

Keep phone numbers and emails in your own fields

Every part of the product reads a contact's phone numbers and email addresses through IContactMethodsAccessor: the contact index (and so inbound call and SMS matching, the phone: search, lead matching, the shared-number opt-out and the import duplicate check), activity destinations, the contact header, the messaging workspace, time zone detection and phone verification. By default it reads the ContactMethods bag.

A content type whose people already keep their phone numbers and emails in typed fields, such as a CRM person record, can register an IContactMethodsProvider that reads those fields instead:

public sealed class PersonContactMethodsProvider : IContactMethodsProvider
{
    public ContactMethodSet GetContactMethods(ContentItem contact)
    {
        if (!contact.TryGet<PersonPart>(out var person))
        {
            return ContactMethodSet.Empty;
        }

        return new ContactMethodSet(
            [
                new ContactPhoneNumber { PhoneNumber = person.Mobile?.PhoneNumber, CountryCode = person.Mobile?.CountryCode, Type = ContactPhoneTypes.Cell },
                new ContactPhoneNumber { PhoneNumber = person.Office?.PhoneNumber, CountryCode = person.Office?.CountryCode, Type = ContactPhoneTypes.Office },
            ],
            [
                new ContactEmailAddress { Email = person.Email?.Text },
            ]);
    }
}

// In the startup of your module:
services.AddContactMethodsProvider<PersonContactMethodsProvider>("Person");

• Return the numbers in the order the contact keeps them, as they were entered, with the region they were entered for. The accessor leaves out empty values, trims the rest and spells each phone type one way (ContactPhoneTypes: Cell, Home, Office, Work, Other; Mobile reads as Cell), and the contact index normalizes the numbers to E.164.
• A provider is a singleton and must read only what is stored on the content item it is given: no database queries and no scoped services. The contact index is built from it while the item is saved, and is not rebuilt when another record changes.
• A type with a provider is not given the ContactMethods bag, and the contact import leaves its Email, Cell Phone and Phone columns to the type's own fields. A bag the type already has is never changed or removed, so registering a provider loses no stored data; the bag is simply no longer read.
• The product also writes what it learns: an email address given in an SMS or voice conversation, and the numbers and addresses of a lead converted into a contact. These go through IContactMethodsWriter. A type with a provider is read-only unless it also registers a writer with services.AddContactMethodsWriter<TWriter>("Person"), which decides how each write lands (for example, that it never overwrites a value the type's own system owns).
• Phone verification stores its result on the contact itself, so it works for any provider. For a type that uses the bag, the result is also copied to the bag item that holds the number.

Import and export contact methods

Omnichannel contact imports and exports integrate with Content Transfer. The import options a user sees (duplicate handling, lead country, do-not-call registry scrubbing) are described in Import and export contacts.

• exports write the first available contact-method entries to Email, Cell Phone, and Phone workbook columns
• exports also write DoNotCall, DoNotCallUtc, DoNotSms, DoNotSmsUtc, DoNotEmail, and DoNotEmailUtc
• imports can recreate those values as contact-method content items inside the ContactMethods bag
• imports and exports include TimeZoneId, and imports can infer that IANA time zone from the normalized phone number when the file does not provide one explicitly
• imports can populate the same DNC/compliance columns directly onto OmnichannelContactPart
• duplicate filtering can ignore rows that repeat a previously imported phone number, while still allowing updates when the imported row already targets the owning ContentItemId
• when a row targets an existing ContentItemId, the imported column values overwrite the mapped omnichannel fields on the new latest version of that content item
• do-not-call filtering can skip rows whose phone numbers are registered on one or more configured registries
• imports can normalize national-format phone numbers to E.164 by using the selected lead country before duplicate checks, before DNC registry lookups run, and before contact-method storage runs
• channel endpoints normalize valid phone numbers to Orchard Core's international +<country code><number> format before saving, so SMS and phone campaigns compare the same canonical value
• contact publish and update operations keep the omnichannel contact indexes in sync automatically

Use Settings -> Content Import to enforce DNC checks globally for imports, and use Settings -> DNC Registries to configure provider access for registries such as USA FTC Registry and Canada LNNTE-DNCL Registry. See DNC Registry for setup details, credential requirements, and extension guidance.

The Lead country picker is required, so phone normalization always has region context. It mirrors the Local DNC country list and shows each option as Country (+calling code). Files for content types with OmnichannelContactPart should contain leads from one country per file unless every phone number is already expressed in E.164.

Export contacts with their last activity

When a contact content type is exported through Content -> Export, the form shows a CRM last activity section that enriches each exported contact with their most recent completed activity of a chosen subject. The options are described in Export contacts with their last activity.

With the option enabled, the export appends these export-only columns to each contact row:

• LastActivityNote — the agent note recorded on the activity.
• LastActivityCompletedUtc — the completion date and time, in UTC.
• LastActivityCompletedBy — the full name of the user who completed the activity (resolved through the display-name provider).
• LastActivityDisposition — the disposition selected when the activity was completed.
• LastActivitySubject — the subject's title (falls back to the subject content type's title).
• One column per subject field — every exportable field of the selected subject content type, taken from that activity's subject, keeping the field's own column name (type-specific fields are already prefixed with the subject content type name; the generic content-item metadata columns are omitted). If a subject field's name would collide with a contact column, it is prefixed with Subject to stay unique.

Choosing this option always runs the export through the background queue (so progress is tracked and larger sets are handled reliably), and you download the finished file from the Bulk Export list. The activities are loaded in the same batches the contacts page in, so enriching a large contact list stays efficient. This feature builds on Content Transfer's export-option extension point; see Contributing export options to add options of your own.

Subject ("the nature of the interaction")

A Subject is any content type that has OmnichannelSubjectPart attached.

Subjects are used to describe the nature of the interaction and to define the data you want agents (human or AI) to capture during the interaction. You can add any fields, parts, or custom data to the subject. Creating a subject in the admin is described in Subjects.

The OmnichannelSubject stereotype is not recognized as a subject marker. A subject content type that still carries it must remove it and attach OmnichannelSubjectPart.

Because subject content items are authored and completed through the omnichannel subject flow rather than the standard content workflow, the default content editor action buttons Orchard Core injects (Publish, Save Draft, and Preview) are automatically hidden on the editor of any content type that has OmnichannelSubjectPart attached. This applies as soon as the part is attached and is reverted automatically when the part is detached, without any placement configuration. On the OmnichannelSubjectPart settings screen, the Azure AI Search and Elasticsearch index settings that Orchard Core injects into every part editor are hidden too, because indexing for omnichannel subjects is managed automatically.

Disposition

A Disposition is the outcome of an activity (e.g. Completed, FollowUp, DoNotCall, Scheduled, Sold).

Dispositions are a key building block for controlling what happens next via subject actions. Disposition names are unique and become fixed after creation so subject-flow mappings stay stable. A disposition's Outcome (DispositionOutcome: None, NotInService, NoAnswer, Busy, AnsweringMachine) marks it for automatic use when a call ends in a way nobody chose; see Dispositions.

Campaign

A Campaign is used for reporting, grouping, and business outcome tracking.

Campaigns do not define the interaction type, channel, channel endpoint, or disposition-driven flow logic. Those settings live on the subject flow and the activity load, so different subjects inside the same campaign can behave differently. Campaigns cannot be deleted once created.

Campaign groups let reporting users combine multiple related campaigns without changing activity execution. Activities continue to store the campaign identifier, and reports resolve the campaign's current group when they run. Moving a campaign to another group therefore changes the group used for historical aggregation.

Subject Flow

A Subject Flow defines how a content type with OmnichannelSubjectPart behaves. The stable configuration of a subject lives in the content-type part settings of OmnichannelSubjectPart, edited from the standard Orchard Core content type editor (the same place you attach the part), following the pattern used by parts such as TitlePart. There is no separate configure screen; volatile per-run values (campaign, channel, channel endpoint, and interaction type) are chosen when an activity batch is loaded. The Interaction Center > Management > Subject Flows list is a read-only overview with shortcuts (Edit Content Type, Edit Settings, Manage Flow); see Subjects and Subject flows.

The base part settings store:

• the direction (Outbound or Inbound), defaulting to Outbound for new subjects
• the interaction type (Manual or Automated) — only shown for inbound subjects
• the communication channel — only shown for inbound subjects
• the channel endpoint used for automated inbound work
• the default campaign association used for reporting and grouping
• whether a disposition is required to complete an activity for the subject

For outbound subjects the interaction type and channel are resolved at load time, so those fields are hidden in the editor to keep the configuration focused. The disposition-driven subject actions are still managed separately from the Manage Flow screen.

Default campaign is not a per-run value. It is applied directly to activities that are created outside an activity batch — manually created activities, inbound activities, and activities moved to this subject by the Change Subject bulk action — and it is the fallback an activity batch uses when it does not choose its own campaign. Campaigns remain grouping and reporting metadata only.

Require a disposition is enabled by default because the disposition is what triggers the subject flow actions such as retrying, creating a follow-up activity, or updating communication preferences. Clear it only for fire-and-forget notification subjects, such as a one-way SMS alert, where the contact never responds and there is no outcome to record.

When the AI feature is enabled, a second part-settings editor adds an AI configuration card with AI-specific settings for:

• the chat AI profile, filtered to profiles with Start the conversation automatically enabled
• the subject goal
• AI update permissions for the contact and subject
• phone automation defaults for speech-to-text deployment, text-to-speech deployment, and voice
• SMS automation controls such as no-response timeout, response delay, and opt-out keywords

The editor progressively discloses these fields so only the relevant ones are visible:

Subject configuration	AI settings shown
Outbound	The AI configuration card is hidden, because outbound AI configuration is part of the activity-load process and is controlled by the Automatic source rather than the subject. The Live agent handoff card is shown.
Inbound + Manual	None — both the AI configuration card and the Live agent handoff card are hidden because an inbound manual subject is always handled by an agent
Inbound + Automated + Phone	AI profile, subject goal, AI permissions, voice call automation, and the Live agent handoff card
Inbound + Automated + SMS	AI profile, subject goal, AI permissions, SMS automation, and the Live agent handoff card

The AI configuration card's visibility is applied when the editor loads and updated live as you change the direction, interaction type, or channel. The Live agent handoff card is not toggled live: it reflects the saved configuration, so save the content type after changing the direction or interaction type to show or hide it. Hidden fields keep their stored values, so switching direction back and forth never discards configuration. Leaving a speech selection empty uses the global AI site setting when the automated conversation starts.

The Live agent handoff card holds Allow the AI to hand off to a live agent, the Handoff queue that receives escalated conversations (handoff only happens when it is set), and the Escalate when conditions: The customer asks for a human, The customer is a qualified, ready lead, and The customer is frustrated or the AI cannot help. Select at least one condition, or handoff is never triggered.

Activity batches carry only the AI profile per run for outbound automated work loaded through the Automatic source; the profile selector appears in the Activity load settings card directly under the campaign. Speech-to-text, text-to-speech, and voice fall back to the subject flow and then the global AI site settings.

Any content type with OmnichannelSubjectPart is a valid subject. The per-run campaign, channel, and channel endpoint used by each activity are chosen when an activity batch is loaded, so a subject does not need every field set on its part settings before it can be used.

Subject Action

A Subject Action links a disposition to an action type and defines what happens when an activity is completed with that disposition for a given subject type. Actions are managed from Manage Flow on the Subject Flows list; see Subject flows for the screens and a worked example.

Each subject can have multiple actions per disposition, and each action has its own parameters. Subjects without any actions show a Missing flow badge in the Subject Flows list.

Available action types:

Type	Description
Finish	Completes the task. No additional actions are taken.
Try Again	Creates a retry activity with the same details and an incremented attempt count. Configurable parameters include max attempts, urgency level, owner assignment, and default schedule hours.
New Activity	Creates a brand new activity, optionally targeting a different subject type. The new activity resolves its campaign, interaction type, and channel settings from the target subject flow. Configurable parameters include urgency level, owner assignment, and default schedule hours.

Action types are registered entries; the Omnichannel CRM feature adds Convert Lead (see CRM).

Every action also has When to choose this disposition: guidance given to the AI when it dispositions an automated call or message, so it can tell this outcome from the others. It starts as the disposition's own description; edit it to say what the disposition means for this subject.

Actions that create follow-up activities expose an Assignment type:

• Same owner assigns the follow-up activity to the user who completes the current activity.
• Specific owner displays a required user selector and assigns the follow-up activity to that selected user.

Communication preferences: Every action type can optionally update the contact's communication preferences when executed. Tick Show communication preferences to reveal Set do not call, Set do not SMS, and Set do not email.

Activity

An Activity is a task to be completed for a contact.

• Manual activity: A user completes the activity in the UI, adds notes, and selects a disposition.
• Automated activity: An AI agent completes the activity through the configured channel.

When an activity is completed, the user selects a disposition and is shown a preview of the subject actions that will execute. Actions that create follow-up activities allow the user to adjust the schedule date and, optionally, enter Preparation notes for each result. A preparation note becomes the follow-up activity's instructions, giving the next agent context before they start the work.

Editing an already completed activity does not re-run workflow logic. Administrators can correct the saved disposition or notes without creating retry or follow-up activities.

On a contact's Activities page, Add Activity > Outbound creates a scheduled activity for an outbound subject, and Add Activity > Inbound logs a completed activity for an inbound subject: it is stored as completed by the current user and the subject flow runs immediately. Each selector lists only subjects of its direction, auto-selects the subject when exactly one exists, and blocks the screen with a warning when none is configured. The agent-side steps, with screencasts, are in Working activities.

When an automated AI conversation completes, the activity stores the AI session identifier, appends the generated call summary as disposition notes, and applies the AI-selected disposition through the same subject-action lifecycle used by agents. Authorized administrators can open Review AI conversation from the activity actions to inspect the full transcript.

An automated voice call whose live (speech-to-speech) session is lost partway through is not concluded as the model reads the cut-off transcript. The platform first opens a new session that is given the conversation so far, up to two times. When that does not work, the caller is handed to a live agent if the subject allows handoff. Otherwise the caller hears a short apology and the call ends. The activity then takes the disposition the subject's Try again action is wired to, so the contact is called again, and its notes say the conversation was cut short. A subject with no Try again action keeps the reviewed disposition. The activity's terminal reason is ai_session_lost. A session that refuses its set-up counts as lost too: an unexpected error before the session has sent anything else, such as OpenAI refusing a voice it does not have, means it has neither the profile's instructions nor its tools, so it is not carried on.

Load Activities

A Load Activities definition (an activity batch) stores filters to find contacts and then loads activities in the background.

The loader runs as a background process to avoid overloading the system and to allow large loads to run safely. A load does not start on save; Actions > Load activities or the form's Save & Load activities button starts it, and Actions > Clone copies a load's settings into a new one. The Load Activities list is ordered by creation date with the newest activity loads first, is paged, and supports the standard admin bulk-selection controls. The form, the three sources (Manual, Automatic, Dialer) and the load report are described in Load activities; automatic AI loads in Automated AI SMS and voice.

Each created activity resolves its campaign, channel, channel endpoint, and interaction type from the batch selections, falling back to the subject's part settings. The interaction type is derived from the source: the Automatic source creates Automated activities, while other sources create Manual activities. Manual activity loads assign each created activity to a selected user. Dialer activity loads use the phone channel, leave activities unassigned with assignment status Available, and apply the selected dialer profile so the created activities inherit the profile's dialing mode before dialers reserve them later. The campaign on a dialer-loaded activity comes from the load, falling back to the subject flow's default campaign; the dialer profile never sets it.

Dialer profile selection is an optional integration supplied through the Omnichannel-owned IActivityDialerContributor contract. Omnichannel Management remains independently activatable when Contact Center Outbound Dialer is disabled; in that configuration, dialer profile choices are unavailable and non-dialer activity loading continues to work normally.

The Automatic source dispatches work through a channel processor (such as SMS, from the SMS Omnichannel Automation feature, see SMS) and drives each conversation with an AI profile. Its AI profile selector lists only Chat profiles that have Start the conversation automatically enabled, because the opening message is what starts the automated conversation; a load without a profile falls back to the subject's profile, and one of the two is required. The Address list offers only addresses with the capability of the chosen channel. The AutomatedActivitiesProcessorBackgroundTask picks up due automated activities every five minutes.

Getting started

Enable the features in Tools > Features:

• Omnichannel (CrestApps.OrchardCore.Omnichannel)
• Omnichannel Management (CrestApps.OrchardCore.Omnichannel.Managements), which also enables Omnichannel Activities and Omnichannel Channel Endpoints
• (Optional) SMS Omnichannel Automation (CrestApps.OrchardCore.Omnichannel.Sms) for AI SMS automation, see SMS
• (Optional) Omnichannel CRM (CrestApps.OrchardCore.Omnichannel.Crm) for leads, accounts and opportunities, see CRM

Then configure the CRM in this order. Each step is a browser task documented in the User Manual:

1. Create the contact content type and contacts: Contacts.
2. Create subject content types: Subjects.
3. Create dispositions: Dispositions.
4. Create campaign groups and campaigns: Campaigns.
5. Configure each subject's settings and its flow (Manage Flow): Subjects and Subject flows.
6. Add the numbers you send from and call from: Omnichannel addresses.
7. Create and load activities: Load activities.
8. Work and complete activities: Working activities.

To provision a tenant from another environment instead of clicking through these screens, use the deployment steps in Exporting and importing configuration.

Follow-ups on the calendar

With the Calendars feature on, CalendarStartup (Activities feature, RequireFeatures Calendars) lets an agent put a follow-up activity on their calendar while completing an activity:

• The completion page's follow-up cards raise omnichannel:followup-card (with card, cardBody, action and dateInput), so features can add to them. The calendar integration adds an Add to my calendar box (ActionAddToCalendar[actionId]) and a button that opens CrestAppsCalendarPicker.
• SubjectActionExecutionContext.CreatedActivities maps each action's id to the follow-up it created; DefaultActivityDispositionService copies it to ActivityDispositionRequest.CreatedActivities, next to ActionsToCalendar. ActivityCalendarDispositionHandler places each ticked follow-up on its assignee's personal calendar (ActivityCalendarService.PlaceAsync) and keeps an ActivityCalendarLink on the activity.
• ActivityCalendarEntryHandler (an activity catalog handler) moves the event when the activity is rescheduled, cancels it when the activity is cancelled or purged, and deletes it with the activity. ActivityCalendarEventHandler (a calendar event handler) reschedules a not-started activity when its event moves, and unlinks the activity when the event is cancelled or deleted. Changes the integration makes carry the actor OmnichannelActivity, so they don't echo back.
• Writes that bypass IOmnichannelActivityManager (direct session saves) don't move the event.

Extending activity load sources

Activity loading is extensible. Each activity load has a source, and the source controls how it resolves and loads activities. There are two layers of extensibility:

1. Registering a source — register sources through ActivityBatchSourceOptions in a feature Startup. Each ActivityBatchSourceEntry provides the display name, description, whether the source requires user assignment, and whether it should appear in the creation picker. Display drivers can add source-specific editor sections.

2. Controlling the load — implement IActivityBatchLoader (from CrestApps.OrchardCore.Omnichannel.Core.Services) to fully own how a source queries leads, applies filters, and creates activities. The loader's Source property must match the registered source. Register the loader as a scoped service:

   services.AddScoped<IActivityBatchLoader, MyCustomActivityBatchLoader>();

When an activity load is started, the IActivityBatchLoadCoordinator transitions it to the loading state, resolves the loader whose Source matches the selected source, and delegates to it. Sources without a dedicated loader fall back to the built-in DefaultContactActivityBatchLoader, which pages over contacts of the activity load's contact content type, applies the standard lead filters (created range, phone number, time zone, last completed activity), and creates activities from the subject flow settings. The default loader is not sealed, so a custom loader can inherit from it to reuse the contact-paging pipeline while overriding individual stages. If a loader throws, the coordinator logs the error and returns the activity load to the New state so it can be retried.

Scheduled activities list

Interaction Center > Activities (Admin/omnichannel/activities, permission ListActivities) lists the current user's own Not started manual activities, newest first, with filters for urgency, subject, channel, attempt, time zone and a scheduled date range. Rows show the contact's current local time when a time zone is stored. See Working activities.

The Purge action (permission PurgeActivity, implied by ManageActivities) is irreversible: it changes the activity status to Purged, records the UTC purge time and the current user's identifier and username for auditing, and clears any reservation state while preserving assignment. Every activity in one bulk purge records the same purge time and actor.

Contacts list

The Interaction Center > Contacts menu item opens the standard Orchard Core content list restricted to your Omnichannel contact content types. It links to the content List action and passes every content type that has OmnichannelContactPart attached as a comma-separated contentTypeId, so the resulting screen only shows contact items and only offers contact types when creating new content. With the Omnichannel CRM feature, lead types are listed on their own menu item and left out of this one.

The contact content types are read from the cached OmnichannelContentTypeProvider that tracks which types attach OmnichannelContactPart, so the menu stays in sync as you attach or detach the part without scanning every content definition on each request. The menu item is available to users with the List content items permission (ListContent).

Matching a number to a contact

Every lookup of a record by an exact phone number reads every number the record has, as the contact-methods accessor reads it (from the ContactMethods bag or the content type's own provider), whatever type it is saved as: Cell, Home, Work, Office, Other or Fax, and a second number of the same type. That covers an incoming call (the Matched customers cards), the sender of an incoming text, the shared-number opt-out check, lead-to-contact matching at conversion, the import duplicate check, and the dialer's check for leads that are already contacts. A contact reached at its work number is therefore recognized when it calls or texts back from that number. A request not to be called or texted, recorded on one record, also stops every other record that holds the same number, under any type. A STOP texted from a number that no record holds is recorded against the number itself (the ContactAddressOptOutIndex, read through IContactOptOutResolver.HasAddressOptedOutAsync), so it also stops a record that is created for that number later. A provider that refuses a recipient because it opted out with the carrier is recorded the same way when no contact holds the number.

The numbers come from OmnichannelContactPhoneNumberIndex, which holds one row per distinct number of each published or latest version of a contact or lead, in E.164 form, with its type, content type, converted-lead flag and version flags. A number that cannot be read as E.164 is not in it; the import duplicate check still compares such numbers by their national digits on the first Cell and Home numbers. Code that needs to find a record by number uses IOmnichannelContactPhoneLookup (FindByNumbersAsync and GetNumbersAsync), which compares one indexed column per query, in fixed batches of 50 numbers.

The index starts empty on an upgraded tenant. The Omnichannel Contact Phone Number Backfill background task indexes the records saved before it, up to 2,000 a minute, resuming where it stopped after a restart; a record saved in the meantime is indexed by the save. Each page of 200 records is read from OmnichannelContactIndex alone, by document id after the stored cursor, so the database seeks to the cursor and reads one page; the records are then loaded by id. Until the backfill has finished, every lookup also reads the first Cell and Home numbers of the contact index, so no record that used to be found is missed.

Consent: may we reach them?

IConsentService (Consent.Abstractions, namespace CrestApps.OrchardCore.Consent; services.AddConsent() in Consent.Core) is the one read and write API for whether a person may be contacted on a channel (ConsentChannels.Phone, Sms, Email) at an address. Consent to record a call is a different concept and isn't kept here.

• GetAsync(channel, address, contactId?), or GetAsync(ConsentQuery) with a ContactKind (ConsentContactKinds.Contact for a CRM contact, Customer for a commerce customer), a contact the caller already loaded and ExcludedSources, returns a ConsentStatus: HasOptedOut and the Source that says so. The sources are asked in registration order until one says the person opted out.
• RecordAsync(channel, address, ConsentChange) records an opt-out or an opt-in (OptedOut, Source, ContactKind, ContactId) with every source that keeps that channel and kind of record.

Each place consent is kept is an IConsentSource, registered with services.AddConsentSource<T>():

Source (ConsentSourceNames)	Feature	Answers	Records
contact-preferences	Omnichannel activities	A CRM contact's do-not-call, do-not-text and do-not-e-mail flags (followed to every record that shares the number, through IContactOptOutResolver) and the opt-outs recorded against an address no contact held	Sets or clears the contact's flag; records or lifts the opt-out against the address when no contact holds it
do-not-call-lists	Local DNC lists	A phone number on one of the site's completed do-not-call lists	Nothing; the lists are imported files
customer-marketing	Customers	E-mail to a commerce customer (ContactKind Customer) who hasn't said yes to marketing	Sets the customer's AcceptsMarketing

The SMS STOP and START keywords record through it, as does a campaign's unsubscribe link. The SMS channel's opt-out check (which the messaging workspace and the broadcasts use), automated SMS activities and the dialer's do-not-call check read through it. The dialer leaves the do-not-call lists out of its question (ExcludedSources), because it screens them with the national registries under their own reason, so its answers and suppression reasons are what they were.

Phone number search

Phone filters in Load Activities, Manage Activities, and Content Admin search the primary Cell and Home contact methods. How users type searches, and the phone:, phone-exact:, phone-starts: and phone-ends: terms, are described in Find a contact and Load activities.

• Input that does not begin with + is reduced to digits and matched against the national number. Input whose trimmed value begins with + is matched against the E.164 value; the plus sign is a literal format indicator, not a wildcard.
• Contains is the default match mode (PhoneNumberMatchType). Exact match, Begins with, and Ends with are also available in Load Activities and Manage Activities.
• In Load Activities and Content Admin, Exact match looks for the number in every shape it may have been stored in. A national entry is also compared with the E.164 value: a ten-digit entry is read as a North American (+1) number, and a longer entry as one that already carries its country code. A number imported without a country, whose E.164 value is empty, is found by its stored digits with or without the leading 1. Both screens share one definition of the phone match.
• Content Admin evaluates the displayed content version. Load Activities uses published or latest contact values according to Only published records, while Manage Activities uses the latest saved contact values.
• The shared contact index stores primary Cell and Home numbers as national digits for national searches, while the corresponding normalized values remain in E.164 format.

The named terms are registered by OmnichannelContactPhoneContentsAdminListFilterProvider, an IContentsAdminListFilterProvider. When the content list is scoped exclusively to contact content types — the Interaction Center > Contacts menu item, or any Content Admin URL whose contentTypeId lists only types that attach OmnichannelContactPart — the provider also overrides the default text term. An entry written like a phone number (digits, spaces, -, (, ), . and an optional leading +, with at least three digits) matches the Display Text or a primary Cell or Home number that begins with the digits; an entry with letters in it matches the Display Text only. A national entry is compared with the national digits and, when it begins with 1, also with the E.164 value, so 1702555 finds +17025550104. The number is compared in a subquery on OmnichannelContactIndex (DocumentId IN (SELECT DocumentId ...)), which seeks its phone number indexes, instead of joining the contact index to the list; the phone: term still matches any part of the number. On any other content list the search box behaves exactly as the framework default and matches Display Text only. On those contact-scoped lists a Phone card also appears in the Content Admin Filters popover.

On the same contact-scoped lists, the free words of a search are read as one phrase: John Smith matches a record whose Display Text contains John Smith, and 702 555 0104 is compared with phone numbers as one number. The framework joins free words with or and matches each word through its own join of the content item index, which no index can answer, so on a large tenant a name search read every record of the list. Named terms such as converted:false are kept as typed, and a search that uses the search syntax itself (quotes, parentheses, AND, OR, NOT or a leading -) is parsed as typed. OmnichannelContactListFilterParser replaces the IContentsAdminListFilterParser to do this and builds its parser from the same filter providers.

Bulk Activity Management

The Manage Activities page provides a centralized interface for managing active omnichannel inventory across manual, automated, and dialer-oriented activities. It targets editable work states such as Not started, Scheduled, Pending, AwaitingAgentResponse, Failed, and Cancelled. Historical activities without a subject content type remain manageable and are represented by the generic Activity type instead of failing the page or completion action. The filters, page size and bulk actions are described in Managing activities in bulk.

Accessing the page

Interaction Center > Management > Manage Activities, available to users with the Manage activities permission (ManageActivities).

Route: Admin/omnichannel/manage-activities

Filters

The filter panel groups fields into Contact filters and Activity filters. Its expanded or collapsed state is stored in the browser's local storage. The assigned-user filter searches across all users instead of only agent-role users. For the attempt filter, values 0 and 1 both mean no attempt, and 2 means the second attempt.

Source and channel options

The Source and Channel lists of Manage Activities, the contact activity list, and the Omnichannel and Contact Center report filters are built from two option registries, so they only offer values an activity can actually carry. A feature that writes a source or channel onto activities registers it with services.Configure<ActivitySourceOptions>(...) or services.Configure<ActivityChannelOptions>(...).

Source	Matches the stored values	Registered by
Manual	Manual	Omnichannel Activities
Automatic	Automatic	Omnichannel Activities
Inbound	Inbound	Omnichannel Activities (agent-logged inbound activities; Inbound Voice calls store the same value)
Dialer	Dialer, PreviewDial, and with Paced Dialing also PowerDial, ProgressiveDial, PredictiveDial	Contact Center Outbound Dialer, extended by Contact Center Paced Dialing
Callback	Callback	Contact Center Outbound Dialer

One option can match several stored values: a dialer load writes the dialer profile's mode onto each activity, so choosing Dialer filters on all of the modes at once. The Workflow and Api constants remain readable on older activities but are not offered, because nothing creates them. A selected value that is not registered, for example from a saved report filter, stays in the list with its raw value as the label and matches only itself.

Channels: Phone and SMS are registered by Omnichannel Activities, because subject flows and activity loads offer both whenever activities are enabled. Contact Center report channel filters always offer Voice (interactions are only ever voice calls) and add SMS only on reports that also count CRM activities.

The Change Source bulk action only offers, and the server only accepts, sources registered with CanBeSetManually (Manual and Automatic). Dialer sources are set through Change Dialer Profile.

Bulk Actions

The bulk actions apply either to the activities selected on the current page or to all matching activities returned by the current filter. Their behavior, as seen by a manager, is in Apply a bulk action. Implementation notes:

• Assign distributes the activities round-robin among the selected users.
• Reschedule takes a date only; activities are scheduled for midnight of that date in the site's time zone.
• Purge requires PurgeActivity (implied by ManageActivities) and sets the status to Purged.
• Change Dialer Profile is shown when the Contact Center dialer feature is available. It sets the activity's dialer source and DialerProfileId to match the selected profile; the activity keeps its own campaign, is switched to the Manual interaction type, and has any AI session cleared. It then queues the activity on its campaign through IActivityDialerContributor.EnqueueAsync, which re-tags an activity already waiting there with the new profile. Activities without a campaign are skipped, and the action is refused for a campaign whose waiting activities are queued under another profile (IActivityDialerContributor.GetWaitingRecordsAsync), because a campaign's queue is worked under the profile of the record at its head. Dialer activity loads apply the same rule when they are saved and again when they run. It always clears assignment and reservation state, because the dialer offers each activity to whichever agent signed in to the campaign is free.

Reports

When the Reports feature (CrestApps.OrchardCore.Reports) is enabled, Omnichannel Management contributes 26 reports to the admin Reports area, and the Omnichannel CRM feature adds three more (Lead funnel, Lead conversion by source and list and Opportunity pipeline), 29 in all. They are grouped by category: Operations, Queue & Routing, Agent Performance, CRM & Campaigns, Compliance & Audit, and Technical & IT. They include activity summary, campaign performance, disposition breakdown, dialer call detail, AI handoff and containment, backlog and aging, source, channel, kind, assignment, urgency, attempt and address performance, customer and contact type workload, scheduled completion, per-user productivity, completion time, overdue workload and creation, and campaign source, channel, disposition, and attempt mixes. The user manual lists each one under Omnichannel reports.

Every Omnichannel activity report can be narrowed by Campaign group, Campaign, Channel, Source, Status, and Disposition, which takes several dispositions at once; the three CRM reports (lead funnel, lead conversion and opportunity pipeline) take the date range only. The filters are read into an OmnichannelReportCriteria (DispositionIds is the set picked, or null for every disposition) and applied by the shared activity filter, so every report that goes through it honors them. The Source filter offers Automatic, Callback, Dialer, Inbound and Manual; Dialer matches every dialer mode (PreviewDial, PowerDial, ProgressiveDial and PredictiveDial), which the report rows show as stored. Reports export to CSV, to Excel (.xlsx) when the Reports (OpenXml) feature is enabled, and to PDF when Reports (PDF) is enabled. Viewing them requires the View Omnichannel reports permission, which Manage activities implies and which administrators and supervisors have by default. See Reports in the user manual.

Dialer call detail (omnichannel-dialer-call-detail, DialerCallDetailReportProvider) is the one row-per-record report: one row per activity with the number dialed (PreferredDestination), contact, campaign, last disposition, attempts, completion time, assigned user and status. It queries OmnichannelActivityIndex directly and pages in SQL: on screen it counts the matching rows and reads one page of 100 (DialerCallDetailReportProvider.PageSize) ordered newest first, and for an export (ReportContext.Mode is ReportRunMode.Export) it reads every matching row in batches of 500 keyed on the document id, so no query loads the whole result set. A completed attempt is matched on CompletedUtc; an attempt without a completion is matched on ScheduledUtc. The report declares its filters through IReportFilterMetadata: OmnichannelReportFilterDisplayDriver.FilterName (OmnichannelActivity) for the shared filters and OmnichannelReportFilterDisplayDriver.PageFilterName (OmnichannelActivityPage) for the page picker, which only reports naming it get. It also implements IOmnichannelReportFilterDefaults, through which an Omnichannel report presets its filter the first time it is opened (the driver applies the defaults only while the filter form has not been submitted); the dialer report presets Source to Dialer.

Report Builder data sets

The Omnichannel Activities feature also exposes the Omnichannel records to the Report Builder and to Orchard Core data pipelines as the Omnichannel data source, registered when Data Pipelines Core (OrchardCore.DataPipelines.Core) is enabled. Every data set needs View Omnichannel reports (ViewOmnichannelReports); a principal without it, or no principal, sees no data set and reads no row.

Data set (technical name)	One row per	Main date	Fields
Activities (Activities)	activity: a task, call, message or a dialer attempt	CreatedUtc	ItemId, Kind, Source, Channel, InteractionType, Status, UrgencyLevel, Attempts, ProcessingAttempts, PreferredDestination, SubjectContentType, AiEscalated, AssignmentStatus, AssignedToId, AssignedToUsername, CreatedById, CreatedByUsername, CompletedById, CompletedByUsername, DispositionId, Disposition, DispositionedBy, TerminalReasonCode, CreatedUtc, ScheduledUtc, AssignedToUtc, CompletedUtc, HandleMinutes, HandoffSummaryUtc (when the AI assistant handed the customer to a live agent), CampaignId, Campaign, ContactContentItemId, ContactContentType, ContactResolutionStatus, ConvertedFromLeadItemId (the lead the activity belonged to before the lead was converted), DialerProfileId, AISessionId, AIProfileId, CadenceId
Dispositions (Dispositions)	disposition	none	ItemId, Name, Description, Outcome, CaptureDate, CreatedUtc, ModifiedUtc
Campaigns (Campaigns)	campaign	none	ItemId, DisplayText, Description, CampaignGroupId, CampaignGroup, InteractionType, Channel, CreatedUtc, ModifiedUtc
Campaign groups (CampaignGroups)	campaign group	none	ItemId, DisplayText, Description, CreatedUtc
Activity batches (ActivityBatches)	bulk load of activities, such as a dialer list	CreatedUtc	ItemId, DisplayText, Status, Source, Channel, CampaignId, DialerProfileId, UrgencyLevel, ScheduleAt, CreatedUtc, OwnerId, TotalLoaded, TotalMatched, TotalSkippedAsDuplicate, TotalSkippedAsOptedOut, TotalSkippedForNoDestination, TotalSkippedAsNotInService, TotalSkippedByLimit

DispositionId, CampaignId and CampaignGroupId join the data sets above, user IDs join Orchard Core's Users, DialerProfileId joins the Contact Center Dialer profiles, and AISessionId joins the AI chat Chat sessions. The Contact Center data sets reference Activities and Campaigns in turn; see Report Builder data sets.

The rest of the Omnichannel data comes from other data sources:

• Contacts, leads, accounts and opportunities are content items (see CRM), so Orchard Core's Content items data source offers them, one data set per content type, with the values of their parts, such as LeadPart.IsConverted or OpportunityPart.IsWon. The site decides which content types are contacts and leads, so ContactContentItemId and ConvertedFromLeadItemId declare no reference: join them to the ContentItemId of the content type the report reads.
• Messaging conversations and messages are the Messaging data source of the messaging workspace, which needs View all messaging conversations. Its Messages data set carries the DeliveryStatus and ErrorCode of each outbound message, so SMS delivery is reported from it, filtered on Channel. Message text is never exposed.
• Handoffs from an automated conversation to a live agent are recorded on the activity: AiEscalated, TerminalReasonCode (handed_off_to_agent or handed_off_after_hours_callback) and HandoffSummaryUtc. A voice handoff is also on the Contact Center Interactions (HandoffReason) and an AiHandoffRequested entry of its Interaction events.
• Business-hours decisions are not stored: a business-hours calendar is checked when work is routed or a message is sent, and the check leaves no record. An after-hours callback shows as the terminal reason handed_off_after_hours_callback; see the Contact Center Report Builder data sets for what routing records.

Permissions

The headless Omnichannel Activities feature registers these permissions (PermissionProvider). The Administrator role gets all of them; the Agent role gets the four marked Agent below. The Omnichannel CRM feature adds its own; see CRM.

Key	Name shown in the role editor	Notes
ListActivities	List activities	Agent. Opens Interaction Center > Activities.
ListContactActivities	List Contact activities	Agent. Opens a contact's Activities page. Implied by ListActivities.
CompleteActivity	Complete activity	Completes any activity.
CompleteOwnActivity	Complete own activity	Agent. Completes activities assigned to the user.
EditActivity	Create and edit activities	Agent. Gates the contact's Add Activity screens (outbound and inbound) and editing an activity. Implied by ManageActivities.
ManageActivities	Manage activities	Manage Activities and Numbers Not In Service.
PurgeActivity	Purge activity	Implied by ManageActivities.
ManageDispositions	Manage dispositions
ManageCampaigns	Manage campaigns
ManageCampaignGroups	Manage campaign groups
ManageCadences	Manage cadences
ManageChannelEndpoints	Manage omnichannel addresses
ManageActivityBatches	Manage activity batches	Load Activities.
DeleteLoadedActivityBatches	Delete loaded activity batches	Deletes a load whose status is Loaded; the activities it created are kept.
ManageSubjectFlows	Manage subject flows
ViewOmnichannelReports	View Omnichannel reports	Implied by ManageActivities. Administrators and the built-in Supervisor role have it by default.

Exporting and importing configuration

Omnichannel configuration moves between environments through Orchard Core's standard deployment and recipe pipelines, so a tenant can be provisioned from staging to production without re-entering settings by hand.

Each configurable entity has its own deployment step and a matching recipe step:

Entity	Deployment step (category Omnichannel)	Recipe step name
Dispositions	Omnichannel Dispositions	OmnichannelDisposition
Channel endpoints	Omnichannel Channel Endpoints	OmnichannelChannelEndpoint
Campaign groups	Omnichannel Campaign Groups	OmnichannelCampaignGroup
Campaigns	Omnichannel Campaigns	OmnichannelCampaign
Re-engagement cadences	Omnichannel Cadences	OmnichannelCadence
Subject actions	Omnichannel Subject Actions	OmnichannelSubjectAction

To export, open Configuration -> Import/Export -> Deployment Plans, add the Omnichannel steps you need, and execute or download the plan. Each step exports every entry of its type.

On import, entries are matched by their identifier: an entry that already exists is updated in place, and a new entry is created with its original identifier preserved. Because identifiers are preserved, cross-references (for example a campaign that points at a campaign group, or a subject action that points at a disposition) keep working after the import.

When a plan carries several of these steps, order them so that referenced entities import first: dispositions, channel endpoints and cadences, then campaign groups, then campaigns, and finally subject actions.

Subject flow configuration is stored on the OmnichannelSubjectPart content-type part settings, so it travels with the content type definition through the standard Content Definition deployment step rather than a dedicated omnichannel step.

Data at rest and privacy

The omnichannel/CRM layer stores customer communication content and contact addresses as plaintext in the tenant SQL database. OmnichannelMessage.Content (the message body), OmnichannelMessage.CustomerAddress, and OmnichannelMessage.ServiceAddress are persisted unencrypted in the YesSql document, and the two addresses are additionally projected — still in plaintext — into the OmnichannelMessageIndex table so they can be queried. No application-level encryption is applied to this data.

This is a deliberate contrast with telephony recording media, which the media-execution layer encrypts at rest through the data protection provider. That asymmetry matters operationally: encrypting the recording bytes does not encrypt the message bodies or the phone numbers/addresses that the CRM stores alongside them. Protecting this content at rest is therefore a deployment responsibility — enable database- or disk-level encryption (for example, transparent data encryption) and restrict access to the database and its backups accordingly. Treat message content and contact addresses as personal data.

There is currently no automated per-contact subject erasure (right-to-be-forgotten) across the CRM. The activity Purge action marks an activity as Purged and removes it from the work queue, but it does not delete the underlying message content, the customer/service addresses, or the contact record — that data remains in the database and its index. Comprehensive per-contact erasure across omnichannel activities, messages, and contacts is a known limitation and a general-availability blocker; until it ships, satisfy erasure requests through direct, audited database operations against the tenant store.